Tesco Direct Reviews

Name: Tesco Direct
Rating: 3.24

3.2 Rating 2,184 Reviews

55 %

of reviewers recommend Tesco Direct

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Metrics

3.2

Based on 2,184 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 64%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	2.5 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult

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Tesco Direct 3 star review on 16th April 2025

Clifford

Tesco Direct 1 star review on 11th February 2025

Saba Akhtar

Tesco Direct 1 star review on 2nd May 2024

Arica Shaw

Tesco Direct 1 star review on 26th April 2024

Zulakha Mughal

Tesco Direct 1 star review on 20th December 2022

Ady

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I thought I would try online shopping with Tesco just as a change from Asda and Sainsbury's. The first order was just under £70, so a small order. However, Tesco still managed to mess up and get half of it wrong. A few weeks later I thought I would give them another chance assuming the first time was an off day. This order was even smaller, just over £60. One of the products was an Olay cream as it was half price. I ordered and paid for the order the day before the offer expired, even taking a screenshot of the date and time. But Tesco decided to charge me double for the item which is the full price. I didn't even notice until a week after the order was delivered. When I called them I offered to send the proof I had that showed I purchased within the offer expiry date. But the customer service member of staff ignored this and arranged to have the small pot of cream collected at my expense. Neither my family nor I will be shopping at Tesco again”

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Posted 7 years ago

“I tried to order a mobile phone on line , big mistake ! The site would not let me update my address from the one that I left 7 years ago, also would not update my card details, I tried at least 10 times but then gave up ! I then tried to phone The Wrexham store to see if they had the particular model in stock another big mistake ! I got the number off your website, dialled and was told (recorded message) that the number had changed, and then was given the same number as I had just dialled”

Helpful Report

Posted 7 years ago

“Over a year ago I returned by hand a package of mobile phone and tablet to Brent Cross branch. Despite many phone calls to their customer service dept and many emails I just did not get my refund. They never refunded the payment. If their staff member is at fault what am I suppose to do. Even though you return items by hand to their store it simply gets lost and the staff member gets away with it and they expect me to loose my money and they keep the items as well.”

Helpful Report

Posted 7 years ago

“Complained about a cheap and nasty "luxury sherry trifle " and was refused a refund by some arrogant kid in customer service despite having proof of purchase. I hate being ripped off and being implied that I am lying. I had a guest for dinner and the rubbish Tesco Trifle embarrassed me. I like to look after my guests! My advice, Lidl equivalent product is far, far better at just over half the price!. Obviously the corrupted senior management accounting scandal has left its ugly scars. As far as I am covered, I will no longer shop at Tescos, buy my Diesel at Tescos or use them for anything else. Once bitten twice shy!”

Helpful Report

Posted 7 years ago

“Had two deliveries over Christmas, 23rd and 31st December. On both occasions there were alot of items unavailable. I would have understood if they had been specifically Christmas items but they weren't, it was everyday staple items like bread rolls, eggs, Cathedral City cheese, semi skimmed milk. Had to go out shopping then to try and get these items from elsewhere. Totally defeats the point of home delivery. It is unacceptable for Tesco to run out of these staple items!!! You need to get your act together for next year. Think I will swop to another supermarket.”

Helpful Report

Posted 7 years ago

“While I was waiting to be served by the member of staff near O2 Tesco express, I was told I was waiting in the wrong queue and a man jumped from no where and she served him. Behind me there was no one waiting. Guess I was Asian. Worst service ever I have noticed by Tesco.”

Tesco Direct 1 star review on 29th December 2017

Helpful Report

Posted 7 years ago

“Order placed 16.12 for delivery on 28.12 - on 27th delivery date has change for 19 of January!!! Jokers, - no email / phone call..”

Helpful Report

Posted 7 years ago

“First Xmas shop in Tesco for years, and The Turkey we purchased was terrible, We only went in for the Home section to get some presents, but decided to buy all the food whilst there. Wish I hadn't , as The Turkey, which was expensive was the worst ,I have had in over 30 years of cooking Christmas dinner, what made matters worse was that my sister had travelled back home to have a Traditional British Christmas for the first time since emigrating 45 years ago, and having her first roast Turkey dinner, ... Yuk !!!”

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Posted 7 years ago

“The pharmacy at Ashby Tescos is a joke. Booked in for a flu jab and when I get there the pharmacist doesn't say anything and walks behind the counter then the women comes out and says can't do it today. No phone call no sorry no nothing. Stinking service and response. Absolutely fuming. Wasted journey all around because they are so incompetent”

Helpful Report

Posted 7 years ago

“I purchased our turkey from Tesco this year and it totally ruined our meal. It was so stringy, just awful. I tried to pull the meat off the legs with my hands to give to the dog and couldn’t get it to come off the bone, dry, tough, stringy. It should be falling off the bone.... After 36 years of cooking Christmas dinner I can honestly say it was the worst turkey we have ever had. Won’t be shopping there again.”

Helpful Report

Posted 7 years ago

“Received email today stating that an order I was expecting today is out of stock! Out of stock and that took them 5 days to decide that! And decided that on delivery! Will never rely on them again!!!!”

Helpful Report

Posted 7 years ago

“One star is being generous I ordered a xmas present for my wife it was ment to be delivered today never turned up I rang Tesco customer helpline and they don't even no where it is or even weather or not it will be here by Christmas. Thanks a lot tesco for ruining Christmas.”

Helpful Report

Posted 7 years ago

“Tesco's online home delivery service... What a pile of sh*t! We have been using it for a while now and just about every time there is a problem, damaged goods, almost out of date items, alternative items! They have topped the icing on the cake now though!!!! My partners did a big shop earlier today and they gave a time slot between 6-10pm. After 10pm still nothing then she called them, sat waiting on the phone finally got through to be told that they could find the address!!! Wtf... They have delivered many times before without any issues, she left her mobile number! To be told next delivery slot is Thursday! Total joke!!! She asked for a refund as no goods have been delivered and they said " 3-5working days"... This is a joke for such a big company such as Tesco's..... I would definitely avoid them as they are useless and are quick enough to take your money but as for looking after the customer they couldn't give a flighing f*-k.....”

Helpful Report

Posted 7 years ago

“I placed an order for a sofa in October. I was provided with a delivery date in December, so I took a days annual leave, emptied the lounge, took the old sofa to the top and they didn’t turn up. I received an apology to say it was going to be the next day. Again I took another days annual leave and they didn’t turn up. I received another apology saying they’d received information that the sofa wasn’t even at the local depot and they didn’t know when delivery was going to be. I was so disappointed I told them to cancel it. I then didn’t receive my full refund for another 2wks later. I contacted the CEO to voice my complaint and received a bog standard ‘sorry’ letter from Melanie Watts with no offer of compensation or good will gesture, despite the knowledge that we were left with an empty lounge over the festive period (with grandparents coming to visit and nowhere to sit but the floor)! However, she did wish me a Merry Christmas.”

Helpful Report

Posted 7 years ago

“I bought 3 toy items on the 3 for 2 promotion. One of the items was for my nephews Christmas present but I found out he already had this gift. I went online and bought another toy for a similar price. I then presumed that I could refund the newer item and exchange that for the duplicated gift. The store advised I would need to get the refund online. I contacted customer services and was advised that as I had got the duplicated gift as the free item, if I returned this item I would not get a refund. I advised that I didn't want to refund I just wanted to exchange for the other item I had bought online. I spoke to a Manager and he said the same thing. So lesson learnt I will not buy any online products from Tesco again as it appears that their refund policy is not as easy as it states on the website.”

Helpful Report

Posted 7 years ago

“It was all going really well I was delighted that I was saving time on what seemed to be a efficient service. Until the recent online order that never turned up. Kids to feed, two days later I'm still waiting for my shopping!!!! Disappointing...”

Helpful Report

Posted 7 years ago

“Freezer ordered via Tesco. Delivery day advised by outsourced company DPD; daughter accordingly took day off work. Freezer didn't arrive. Tried to contact Tesco but only guaranteed to reply in 48 hours, not much use. Eventually made contact via Twitter DMs - Tesco very apologetic but, astonishingly, DPD wouldn't accede to Tesco's requests to subsequently deliver at convenient time. At one point they told Tesco they'd lost the freezer. Given that they made a big mistake in the first instance DPD have made no apology and have been entirely inflexible. If I was the depot manager I'd be so embarrassed that I would have put it in my car and delivered myself. Astonishing lack of customer service. What is even more astonishing is that Tesco seem to have no control over their service provider. Also get the impression that there is little management or continuity within Tesco customer services as I couldn't get the case escalated or anyone to take sole ownership. Almost two very frustrating and time consuming weeks later I've had to cancel order and get refund.”

Helpful Report

Posted 7 years ago

“St Helens Linkway store - cafe. Next in the queue to be served when smart looking bloke who was staff member " Rob since 2010" went to the head of the queue and got served. I said there was a queue and he replied with he didn't know whether I wanted food. I said he should have asked. No apology just ignored me. Disgraceful manners from a staff member.”

Helpful Report

Posted 7 years ago

“Brought a phillips ladyshave for my partner a few months later it over heated and the side blew out. Did try to take it back to store but they had just stopped selling the product They said to call up the cuter service team was rude and didn't want to help this happened a number of times in the end I gave up trying.. So much for trying to help out there customers and doing the best to help had the phone out down once and both other times they both seem to be havin a bad day sounded grumpy and there was no professional customers service offered...”

Helpful Report

Posted 7 years ago

“Terrible customer service at customer services desk today at Highams Park store”

Helpful Report

Posted 7 years ago

Tesco Direct is rated 3.2 based on 2,184 reviews